Horrible Peak speeds and Ping

Connection issues, drop outs or speed related faults for ADSL and ADSL2+ services
stevena
Posts: 34
Joined: Tue May 03, 2011 6:04 pm
Location: Australia

Horrible Peak speeds and Ping

Post by stevena » Thu Sep 29, 2011 7:44 pm

I am not majorly clued up when it comes to issues like this, but upon talking with someone who is, after pinging Australian ISPs on multiple computers, turning the modem off for 8+ minutes, changing modems and un-connecting the modem from Exetel and doing it again, I still have garbage ping and downloads on peak, (bad ping, but not as bad off-peak also). This is SURELY a problem on your end.

I changed over from my previous ADSL1 plan to this one purely because of the horrific ping I was getting (used to get 20-40 on it) and even upon getting the new plan I still get crap ping if not worse.

My Ticket Number is 4459684

http://www.speedtest.net/result/1507158560.png
http://www.speedtest.net/result/1507166513.png
http://www.speedtest.net/result/1507167936.png

I'm so close to changing ISP's because from what Ive been told by countless people is that its a problem on your end, and its been like this for upwards of 7 months.

stevena
Posts: 34
Joined: Tue May 03, 2011 6:04 pm
Location: Australia

Re: Horrible Peak speeds and Ping

Post by stevena » Thu Sep 29, 2011 7:57 pm

Posted below is a Excel file exported from speedtest.net, it shows my results and how erratic they are.

http://www.megaupload.com/?d=U7B38O0H

rukshani
Exetel Staff
Posts: 275
Joined: Tue Oct 19, 2010 4:54 pm

Re: Horrible Peak speeds and Ping

Post by rukshani » Thu Sep 29, 2011 8:35 pm

stevena wrote:I am not majorly clued up when it comes to issues like this, but upon talking with someone who is, after pinging Australian ISPs on multiple computers, turning the modem off for 8+ minutes, changing modems and un-connecting the modem from Exetel and doing it again, I still have garbage ping and downloads on peak, (bad ping, but not as bad off-peak also). This is SURELY a problem on your end.

I changed over from my previous ADSL1 plan to this one purely because of the horrific ping I was getting (used to get 20-40 on it) and even upon getting the new plan I still get crap ping if not worse.

My Ticket Number is 4459684

http://www.speedtest.net/result/1507158560.png
http://www.speedtest.net/result/1507166513.png
http://www.speedtest.net/result/1507167936.png

I'm so close to changing ISP's because from what Ive been told by countless people is that its a problem on your end, and its been like this for upwards of 7 months.
I have asked a team leader to look in to this urgently. He'll get back to you soon after investigating on to it.

stevecJ
Forum Admin
Posts: 1041
Joined: Wed Jan 06, 2010 9:48 am

Re: Horrible Peak speeds and Ping

Post by stevecJ » Thu Sep 29, 2011 9:05 pm

stevena wrote:I am not majorly clued up when it comes to issues like this, but upon talking with someone who is, after pinging Australian ISPs on multiple computers, turning the modem off for 8+ minutes, changing modems and un-connecting the modem from Exetel and doing it again, I still have garbage ping and downloads on peak, (bad ping, but not as bad off-peak also). This is SURELY a problem on your end.

I changed over from my previous ADSL1 plan to this one purely because of the horrific ping I was getting (used to get 20-40 on it) and even upon getting the new plan I still get crap ping if not worse.

My Ticket Number is 4459684

http://www.speedtest.net/result/1507158560.png
http://www.speedtest.net/result/1507166513.png
http://www.speedtest.net/result/1507167936.png

I'm so close to changing ISP's because from what Ive been told by countless people is that its a problem on your end, and its been like this for upwards of 7 months.

I'm currently looking in to this matter and I will send you a reply via the ticket ID 4459684.
To Log a fault ticket, please click click here or alternatively call Exetel VOIP numbers (02) 8030 1000 or 1300 788 141 (log faults 24x7)

=================
Exetel Support Portal
=================

stevena
Posts: 34
Joined: Tue May 03, 2011 6:04 pm
Location: Australia

Re: Horrible Peak speeds and Ping

Post by stevena » Thu Sep 29, 2011 11:56 pm

Speedtest at 11:55 at night, ping is still higher than it used to be, but still bearable.

http://www.speedtest.net/result/1507494762.png

ShaminG
Exetel Staff
Posts: 960
Joined: Wed Jan 06, 2010 10:11 am
Location: Sydney, Australia

Re: Horrible Peak speeds and Ping

Post by ShaminG » Fri Sep 30, 2011 9:45 am

Speedtest at 11:55 at night, ping is still higher than it used to be, but still bearable.

http://www.speedtest.net/result/1507494762.png
Could you please enable ICMP in your modem, so we can test the ping times from the gateway router.

stevena
Posts: 34
Joined: Tue May 03, 2011 6:04 pm
Location: Australia

Re: Horrible Peak speeds and Ping

Post by stevena » Fri Sep 30, 2011 1:11 pm

ICMP has been enabled, please respond when you have done what you need to so I can disable. Thanks

ShaminG
Exetel Staff
Posts: 960
Joined: Wed Jan 06, 2010 10:11 am
Location: Sydney, Australia

Re: Horrible Peak speeds and Ping

Post by ShaminG » Fri Sep 30, 2011 1:40 pm

ICMP has been enabled, please respond when you have done what you need to so I can disable. Thanks
Have you enabled this for a specific repeat count, if so can you take it off. We need to test the connection at least for 1000 repeat counts.

stevena
Posts: 34
Joined: Tue May 03, 2011 6:04 pm
Location: Australia

Re: Horrible Peak speeds and Ping

Post by stevena » Fri Sep 30, 2011 2:17 pm

Use -t so it makes it ping forever?

stevena
Posts: 34
Joined: Tue May 03, 2011 6:04 pm
Location: Australia

Re: Horrible Peak speeds and Ping

Post by stevena » Fri Sep 30, 2011 5:11 pm

Could you try turning off interleaving off if that's possible for me to request here.

ShaminG
Exetel Staff
Posts: 960
Joined: Wed Jan 06, 2010 10:11 am
Location: Sydney, Australia

Re: Horrible Peak speeds and Ping

Post by ShaminG » Fri Sep 30, 2011 6:04 pm

Hi stevena,

Since this is a Residential ADSL1 plan, interleaving can not be changed. BTW, I'm not trying the ping through the command prompt ;).

The investigations are carried out using our gateway routers. We will update you once more information is available.

stevena
Posts: 34
Joined: Tue May 03, 2011 6:04 pm
Location: Australia

Re: Horrible Peak speeds and Ping

Post by stevena » Sat Oct 01, 2011 6:44 pm

I am the ONLY person even connected to my internet while this test has taken place

I'm hitting your gateway and I'm getting results like this. If there doesn't seem to be any signs of fixing the issue ASAP I will be changing ISP's because this is absolutely disgusting.

Pinging 58.96.6.129 with 32 bytes of data:
Reply from 58.96.6.129: bytes=32 time=43ms TTL=253
Reply from 58.96.6.129: bytes=32 time=68ms TTL=253
Reply from 58.96.6.129: bytes=32 time=42ms TTL=253
Reply from 58.96.6.129: bytes=32 time=111ms TTL=253
Reply from 58.96.6.129: bytes=32 time=87ms TTL=253
Reply from 58.96.6.129: bytes=32 time=95ms TTL=253
Reply from 58.96.6.129: bytes=32 time=54ms TTL=253
Reply from 58.96.6.129: bytes=32 time=43ms TTL=253
Reply from 58.96.6.129: bytes=32 time=76ms TTL=253
Reply from 58.96.6.129: bytes=32 time=45ms TTL=253
Reply from 58.96.6.129: bytes=32 time=55ms TTL=253
Reply from 58.96.6.129: bytes=32 time=86ms TTL=253
Reply from 58.96.6.129: bytes=32 time=39ms TTL=253
Reply from 58.96.6.129: bytes=32 time=53ms TTL=253
Reply from 58.96.6.129: bytes=32 time=86ms TTL=253
Reply from 58.96.6.129: bytes=32 time=82ms TTL=253
Reply from 58.96.6.129: bytes=32 time=43ms TTL=253
Reply from 58.96.6.129: bytes=32 time=56ms TTL=253
Reply from 58.96.6.129: bytes=32 time=61ms TTL=253
Reply from 58.96.6.129: bytes=32 time=466ms TTL=253
Reply from 58.96.6.129: bytes=32 time=78ms TTL=253
Reply from 58.96.6.129: bytes=32 time=48ms TTL=253
Reply from 58.96.6.129: bytes=32 time=166ms TTL=253
Reply from 58.96.6.129: bytes=32 time=200ms TTL=253
Reply from 58.96.6.129: bytes=32 time=34ms TTL=253
Reply from 58.96.6.129: bytes=32 time=255ms TTL=253
Reply from 58.96.6.129: bytes=32 time=174ms TTL=253
Reply from 58.96.6.129: bytes=32 time=91ms TTL=253
Reply from 58.96.6.129: bytes=32 time=47ms TTL=253
Reply from 58.96.6.129: bytes=32 time=56ms TTL=253
Reply from 58.96.6.129: bytes=32 time=70ms TTL=253
Reply from 58.96.6.129: bytes=32 time=51ms TTL=253
Reply from 58.96.6.129: bytes=32 time=41ms TTL=253
Reply from 58.96.6.129: bytes=32 time=85ms TTL=253

Ping statistics for 58.96.6.129:
Packets: Sent = 34, Received = 34, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 34ms, Maximum = 466ms, Average = 90ms

Dazzled
Volunteer Site Admin
Posts: 6003
Joined: Mon Nov 13, 2006 1:16 pm
Location: Sydney

Re: Horrible Peak speeds and Ping

Post by Dazzled » Sat Oct 01, 2011 8:33 pm

Stevena, your last ping series, which has no lost packets, shows significant jitter (a measure of fluctuation about the mean packet delay) between your place and Exetel. It really disrupts VoIP for example. ShaminG will have found a similar result in the opposite direction.

A common cause is exchange/backhaul congestion, not an ISP network fault, so see what ShaminG can find out for you.

stevena
Posts: 34
Joined: Tue May 03, 2011 6:04 pm
Location: Australia

Re: Horrible Peak speeds and Ping

Post by stevena » Sun Oct 02, 2011 9:52 pm

Still no idea what the issue is, are you kidding me?

Dazzled
Volunteer Site Admin
Posts: 6003
Joined: Mon Nov 13, 2006 1:16 pm
Location: Sydney

Re: Horrible Peak speeds and Ping

Post by Dazzled » Mon Oct 03, 2011 9:13 am

Not at all. You have a real problem. Ping sends a particular kind of packet to the target host and waits for a reply. It times the round trips, and also counts any that fail to return. When you ping your ISP's server, the packet travels only from your place, up the line to the exchange machines, and onward on the telephone company's backhaul cabling until it reaches the interface with the ISP. It doesn't enter the ISP network. In your case, the round trip times waver around the mean time by a substantial amount (jitter), although all trips were eventually completed.

Each routing device on the way, including the ISP server, will deal with the packet as soon as it is not over-busy. As routers, DSLAMs and backhaul cabling each have only so much capacity, the machines can delay an incoming packet while they push out their existing workload as fast as they are able. There will be many exchange inputs with randomly varying loads, so these delays are unlikely to be equal.

For general browsing this only slows the service. For VoIP, which doesn't check when packets are delayed out of order, and for some gamers, it can be destructive when excessive.

Your service improves off-peak, so peak-time incapacity at the exchange could be in the frame. ShaminG is in a position to make the tests and enquiries from Exetel's end, and he will be able to find the exact cause.

If you have a Telstra Wholesale supplied service, the exchange upgrade programme is online at http://telstrawholesale.com/products/do ... e_list.xls. To look it up, you need to know your exchange's abbreviation code.

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